{"id":14588,"date":"2026-03-06T15:36:12","date_gmt":"2026-03-06T14:36:12","guid":{"rendered":"https:\/\/www.leaplytics.de\/?p=14588"},"modified":"2026-03-06T15:36:13","modified_gmt":"2026-03-06T14:36:13","slug":"proc-jsme-vytvorili-vlastniho-chatbota-podpory-a-co-se-nam-na-teto-ceste-nepovedlo","status":"publish","type":"post","link":"https:\/\/www.leaplytics.de\/cs\/proc-jsme-vytvorili-vlastniho-chatbota-podpory-a-co-se-nam-na-teto-ceste-nepovedlo\/","title":{"rendered":"Pro\u010d jsme si vytvo\u0159ili vlastn\u00edho chatbota podpory - a co se na t\u00e9to cest\u011b pokazilo"},"content":{"rendered":"<p><em>Stefan Preusler, gener\u00e1ln\u00ed \u0159editel spole\u010dnosti LeapLytics<\/em><\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<p>N\u011bkdy v lo\u0148sk\u00e9m roce jsem za\u017eila jeden z t\u011bch okam\u017eik\u016f, kdy si \u0159\u00edk\u00e1te: to nem\u016f\u017ee b\u00fdt pravda. N\u00e1\u0161 t\u00fdm pr\u00e1v\u011b pot\u0159et\u00ed b\u011bhem jedin\u00e9ho t\u00fddne odpov\u00eddal na naprosto stejnou ot\u00e1zku - jak licencovat na\u0161e vizualizace Power BI, kdy\u017e m\u00e1 spole\u010dnost tv\u016frce i \u010dist\u00e9 prohl\u00ed\u017ee\u010de. Stejn\u00e1 ot\u00e1zka. Pot\u0159et\u00ed. V p\u00e1tek odpoledne, kdy u\u017e se nikomu necht\u011blo sed\u011bt u stolu.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Probl\u00e9mem nebyla ot\u00e1zka, ale na\u010dasov\u00e1n\u00ed<\/h2>\n\n\n\n\n<p>Na\u0161i z\u00e1kazn\u00edci poch\u00e1zej\u00ed z r\u016fzn\u00fdch \u010dasov\u00fdch p\u00e1sem. Velk\u00e1 \u010d\u00e1st na\u0161ich u\u017eivatel\u016f se nach\u00e1z\u00ed v Ji\u017en\u00ed Americe, p\u0159edev\u0161\u00edm v Argentin\u011b a Braz\u00edlii. P\u00ed\u0161\u00ed n\u00e1m o p\u016flnoci na\u0161eho \u010dasu. A ne\u017e odpov\u00edme, u\u017e sp\u00ed. Tato smy\u010dka rozd\u00edl\u016f v \u010dasov\u00fdch p\u00e1smech a opakuj\u00edc\u00edch se dotaz\u016f n\u00e1s stoj\u00ed v\u00edce hodin, ne\u017e bych si cht\u011bl p\u0159ipustit.<\/p>\n\n\n\n\n<p>Prvn\u00ed n\u00e1pad byl jednoduch\u00fd: vytvo\u0159it str\u00e1nku s nej\u010dast\u011bj\u0161\u00edmi dotazy. To jsme ud\u011blali. Nikdo ji ne\u010detl. Nebo alespo\u0148 ne ti spr\u00e1vn\u00ed lid\u00e9 ve spr\u00e1vn\u00fd \u010das. Nemohu jim to m\u00edt za zl\u00e9 - tak\u00e9 rad\u011bji prost\u011b zad\u00e1m ot\u00e1zku do vyhled\u00e1vac\u00edho \u0159\u00e1dku, ne\u017e abych proch\u00e1zel dokumentaci.<\/p>\n\n\n\n\n<p>Druh\u00fdm pokusem byl hotov\u00fd n\u00e1stroj pro chatboty - vlo\u017eit ho, napsat n\u011bkolik \u0161ablon odpov\u011bd\u00ed a hotovo. Ani to nefungovalo. Odpov\u011bdi byly p\u0159\u00edli\u0161 statick\u00e9, p\u0159\u00edli\u0161 obecn\u00e9. V okam\u017eiku, kdy n\u011bkdo formuloval sv\u016fj dotaz trochu jinak, ne\u017e \u0161ablona o\u010dek\u00e1vala - nic. Ticho. Nebo je\u0161t\u011b h\u016f\u0159: odpov\u011b\u010f, kter\u00e1 se \u00fapln\u011b m\u00edjela s podstatou v\u011bci.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Bod zlomu: RAG<\/h2>\n\n\n\n\n<p>Tehdy jsme se za\u010dali v\u00e1\u017en\u011b zab\u00fdvat technologi\u00ed RAG - Retrieval-Augmented Generation. Zn\u00ed to technicky, ale podstata je jednoduch\u00e1: m\u00edsto toho, abyste do bota natvrdo zak\u00f3dovali odpov\u011bdi, d\u00e1te mu p\u0159\u00edstup k va\u0161im vlastn\u00edm dokument\u016fm, popis\u016fm produkt\u016f, l\u00edstk\u016fm podpory, \u010dasto kladen\u00fdm ot\u00e1zk\u00e1m - a on si s\u00e1m na\u010dte p\u0159\u00edslu\u0161n\u00e9 informace, ne\u017e odpov\u00ed.<\/p>\n\n\n\n\n<p>To byl okam\u017eik, kdy n\u00e1m to do\u0161lo.<\/p>\n\n\n\n\n<p>Za\u010dali jsme systematicky shroma\u017e\u010fovat nej\u010dast\u011bj\u0161\u00ed t\u00e9mata podpory. Ne na z\u00e1klad\u011b instinktu, ale na z\u00e1klad\u011b dotaz\u016f na\u0161ich z\u00e1kazn\u00edk\u016f: Jak\u00e1 byla va\u0161e prvn\u00ed ot\u00e1zka, kdy\u017e jste za\u010dali pou\u017e\u00edvat n\u00e1\u0161 produkt? Jak\u00fd probl\u00e9m v\u00e1s st\u00e1l nejv\u00edce \u010dasu? N\u011bkter\u00e9 odpov\u011bdi n\u00e1s p\u0159ekvapily - v\u011bci, kter\u00e9 jsme pova\u017eovali za samoz\u0159ejm\u00e9, jimi zjevn\u011b nebyly.<\/p>\n\n\n\n\n<p>Tento obsah jsme vlo\u017eili do znalostn\u00ed datab\u00e1ze chatbota. A kl\u00ed\u010dov\u00e1 \u010d\u00e1st: m\u016f\u017eeme ji dynamicky roz\u0161i\u0159ovat. Uveden\u00ed nov\u00e9ho produktu na trh, nov\u00e1 opakuj\u00edc\u00ed se ot\u00e1zka - p\u0159id\u00e1me ji do b\u00e1ze a bot ji od t\u00e9 chv\u00edle zn\u00e1. \u017d\u00e1dn\u00e9 p\u0159estavov\u00e1n\u00ed od nuly, \u017e\u00e1dn\u00e9 IT tikety, \u017e\u00e1dn\u00e9 \u010dek\u00e1n\u00ed.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Probl\u00e9m s jazykem - a jak jsme ho vy\u0159e\u0161ili<\/h2>\n\n\n\n\n<p>Tady je detail, kter\u00fd jsem podcenil: mnoho na\u0161ich dat o produktech, dokumentace a intern\u00edch popis\u016f je v angli\u010dtin\u011b. Ale na\u0161i z\u00e1kazn\u00edci v Ji\u017en\u00ed Americe p\u00ed\u0161\u00ed \u0161pan\u011blsky. A pr\u00e1vem o\u010dek\u00e1vaj\u00ed odpov\u011b\u010f ve \u0161pan\u011bl\u0161tin\u011b.<\/p>\n\n\n\n\n<p>To zn\u00ed jako mal\u00fd probl\u00e9m. Nebyl. Bot, kter\u00fd se na n\u011bco zept\u00e1 \u0161pan\u011blsky a odpov\u00ed anglicky, nen\u00ed podpora - je to frustrace.<\/p>\n\n\n\n\n<p>\u0158e\u0161en\u00edm bylo nakonfigurovat bota tak, aby rozpoznal jazyk u\u017eivatele a odpov\u00eddal v tomto jazyce - i kdy\u017e jsou z\u00e1kladn\u00ed informace v angli\u010dtin\u011b. To nyn\u00ed funguje spolehliv\u011b. N\u00e1\u0161 z\u00e1kazn\u00edk v Buenos Aires dostane odpov\u011b\u010f ve \u0161pan\u011bl\u0161tin\u011b, i kdy\u017e n\u00e1\u0161 t\u00fdm sp\u00ed.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Co dnes bot skute\u010dn\u011b d\u011bl\u00e1<\/h2>\n\n\n\n\n<p>Po t\u0159ech m\u011bs\u00edc\u00edch od spu\u0161t\u011bn\u00ed slu\u017eby vid\u00edme, \u017ee zhruba <strong>60-70% p\u0159\u00edchoz\u00edch \u017e\u00e1dost\u00ed o podporu<\/strong> jsou pln\u011b vy\u0159e\u0161eny botem - bez \u00fa\u010dasti \u010dlov\u011bka. Zb\u00fdvaj\u00edc\u00ed dotazy st\u00e1le p\u0159ist\u00e1vaj\u00ed v na\u0161\u00ed schr\u00e1nce, ale s jedn\u00edm z\u00e1sadn\u00edm rozd\u00edlem: bot ji\u017e zachytil kontext, za\u0159adil po\u017eadavek do kategorie a my okam\u017eit\u011b vid\u00edme, \u010deho se t\u00fdk\u00e1.<\/p>\n\n\n\n\n<p>Ale je tu je\u0161t\u011b jeden efekt, kter\u00fd jsem ne\u010dekal: chatbot pom\u00e1h\u00e1 z\u00e1kazn\u00edk\u016fm objasnit jejich vlastn\u00ed ot\u00e1zky. N\u011bkdy nev\u00edte \u00fapln\u011b, co je v\u00e1\u0161 probl\u00e9m - n\u011bco zad\u00e1te, bot se zept\u00e1 na dopl\u0148uj\u00edc\u00ed ot\u00e1zku a vy si najednou uv\u011bdom\u00edte: aha, to jsem vlastn\u011b myslel. To nebyla pl\u00e1novan\u00e1 funkce. Prost\u011b se to stalo.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<h2 class=\"wp-block-heading\">Co bych cht\u011bl, abyste si odnesli<\/h2>\n\n\n\n\n<p>Pokud m\u00e1te mal\u00fd t\u00fdm, kter\u00fd st\u00e1le odpov\u00edd\u00e1 na stejn\u00e9 dotazy podpory - neza\u010d\u00ednejte s technologiemi. Za\u010dn\u011bte shroma\u017e\u010fov\u00e1n\u00edm a pochopen\u00edm t\u011bchto ot\u00e1zek. Pak se pod\u00edvejte, zda pro v\u00e1s m\u00e1 smysl p\u0159\u00edstup zalo\u017een\u00fd na RAG.<\/p>\n\n\n\n\n<p>Bot nenahrazuje lidskou podporu. Vrac\u00ed n\u00e1m v\u0161ak \u010das, kter\u00fd pot\u0159ebujeme k \u0159e\u0161en\u00ed skute\u010dn\u011b slo\u017eit\u00fdch probl\u00e9m\u016f - a k tomu, abychom mohli v noci sp\u00e1t.<\/p>\n\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n\n<p><em>Stefan Preusler je zakladatelem a gener\u00e1ln\u00edm \u0159editelem softwarov\u00e9 spole\u010dnosti LeapLytics, kter\u00e1 se specializuje na vizualizace Power BI a vizualizaci dat. Vytv\u00e1\u0159\u00ed produkty, kter\u00e9 firm\u00e1m zjednodu\u0161uj\u00ed a zp\u0159\u00edstup\u0148uj\u00ed datov\u00e9 procesy.<\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Stefan Preusler, gener\u00e1ln\u00ed \u0159editel spole\u010dnosti LeapLytics N\u011bkdy v lo\u0148sk\u00e9m roce jsem za\u017eil jeden z t\u011bch okam\u017eik\u016f, kdy si \u0159\u00edk\u00e1te: to nem\u016f\u017ee b\u00fdt pravda. N\u00e1\u0161 t\u00fdm pr\u00e1v\u011b pot\u0159et\u00ed b\u011bhem jedin\u00e9ho t\u00fddne odpov\u00eddal na naprosto stejnou ot\u00e1zku - jak licencovat na\u0161e vizualizace Power BI, kdy\u017e m\u00e1 spole\u010dnost tv\u016frce i \u010dist\u00e9 prohl\u00ed\u017ee\u010de. Stejn\u00e9 ... <\/p>","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-14588","post","type-post","status-publish","format-standard","hentry","category-news","latest_post"],"_links":{"self":[{"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/posts\/14588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/comments?post=14588"}],"version-history":[{"count":1,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/posts\/14588\/revisions"}],"predecessor-version":[{"id":14589,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/posts\/14588\/revisions\/14589"}],"wp:attachment":[{"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/media?parent=14588"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/categories?post=14588"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.leaplytics.de\/cs\/wp-json\/wp\/v2\/tags?post=14588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}